Product Support Analyst (Hybrid / Remote Possible)

$82,925 - $110,525/Yr

First American Financial - Seattle, WA

Full-time - Mid Level

Hybrid - Seattle, WA

Insurance Carriers and Related Activities

About the position

The Product Support Analyst at First American Trust plays a crucial role in supporting Banking and Wealth Management applications. This position focuses on ensuring the stability, quality, and functionality of applications while providing excellent service to internal customers and technology product teams. The role involves incident management, process improvements, and collaboration with various stakeholders to enhance operational efficiency and support metrics.

Responsibilities

• Support Banking and Wealth Management applications and their operating environments.
• Perform incident and problem management activities including escalation and coordination with appropriate groups.
• Identify, assess, and communicate risks and impacts associated with incidents and problems.
• Provide timely response to and resolution of issues and communicate business impacts and status throughout the course of an incident.
• Suggest and contribute to system and process improvements which drive business value.
• Participate in identifying and implementing operational enhancements related to system or process stability and efficiencies.
• Contribute to the communication and delivery of support related metrics to key stakeholders.
• Provide operational and support related insights to Product Teams to aid in product related decisions.
• Participate in overnight and weekend escalated support on a rotational basis.
• Identify opportunities for cross-training offshore teammates to ensure adequate overnight support capabilities.
• Participate in cross-training and ongoing knowledge sharing with offshore teammates.
• Ensure essential procedures are followed and help with ongoing refinement of operating standards and processes.
• Maintain and develop all support related documentation.
• Partner with appropriate product teams to prioritize bug fixes, identify and implement alerting/monitoring enhancements and support tooling requirements.
• Participate in release and validation activities when additional support is needed from product teams.
• Exhibit critical thinking, sound judgement, comprehensive communication, and diplomacy skills to exchange complex information with both technical and non-technical stakeholders.
• Operate with a limited level of direct supervision while exercising independence of judgement and autonomy.

Requirements

• 5+ years experience in an Application Support or similar role, preferably in the Financial Services industry.
• Strong knowledge of Windows 11, Chrome, Edge, and thick-client application installation concepts.
• Strong knowledge of ITIL Practices, Incident, Request, Problem, Change Management, call center operations, technology, product teams and retail or corporate security applications.
• Familiar with monitoring tools such as Unified Visibility, Omni, Splunk, VROPS, ExtraHop, and any APM tools.
• Experience working with Splunk as a troubleshooting tool, log and alarm analysis.
• Experience supporting Client-Server, SaaS, PaaS applications, including troubleshooting of installation, permissions, data flows and network connectivity.
• Proficiency in assessing and troubleshooting functional and technical issues within an application.
• Familiarity with cloud computing concepts and services.
• Basic proficiency with networking and hardware concepts.
• Intermediate proficiency with Microsoft Excel and Word.

Nice-to-haves

• CompTIA+ Certification (or similar knowledge/background).
• Microsoft Azure Fundamentals.
• Experience supporting Banking applications or products.
• Proficient in ServiceFirst incident, request, task, change and reporting modules.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401k
• PTO/paid sick leave
• Employee stock purchase plan